Jira Licenses

[Rita Rovira]

I am having significant issues getting answers to questions that are not available in the FAQ's. Why does Atlassian make it so difficult to do business with them?

We are trying to move to the next tier (whatever that means) and acquire more licenses for Jira, sadly I can get anywhere with support and have a project that I need to add people too but can not to due to the tier restriction. How do I get on the phone with someone in sales to get this resolved once and for all? We have this issue almost monthly. 

[Dan Breyen]

Hi @Rita Rovira welcome to the community.  For licensing questions, I would suggest opening a ticket at support.atlassian.com.  Click the 'Contact' link in the upper right corner and then you should have a drop down selection that pertains to Billing & Licensing. I'd go down that route if you still have questions.

Your ticket mentions that you have a standard cloud license, but I'm guessing you may be referring to Jira on a server.  

On the cloud, both the Standard and Premium license for Jira offers 35000 users per site, so I may be missing something.

Hope that helps.

[Rita Rovira]

Thanks for your response. I have opened various tickets and am struggling to move the ball forward as the response times are extremely latent at best. We do have a cloud version so I am not understanding why we are having this road block. 

[Trudy Claspill]

Hello @Rita Rovira 

Welcome to the Atlassian community.

Are you paying for your products monthly or annually?

Do you have any apps installed for which you also have to pay?

Did you purchase directly from Atlassian or did you go through an Atlassian reseller?